Tech Support Specialist

Technical Support Specialist

The Technical Support Specialist (phone + deskside support) is responsible for providing Level II technical hardware and software support. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Technical Support Specialist will work independently and as part of a team.

Duties and Responsibilities:

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.
• Software support functions include, but are not limited to, troubleshooting of applications that are standard within the environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.
• Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.
• Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.
• Assist with projects such hardware or software upgrades, office moves and special events.
• Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.
• Document and maintain user request and incident records in IT Service Management System.
• Perform other duties as required.

Requirements:

• 5+ years of experience with technical support
  • At least some phone support
  • At least some desktop support
• Experience supporting Windows PCs and Macs
• Experience supporting mobile devices (iPhone, Android, Tablets, etc)
• Experience supporting MS Office
• Experience with Citrix or other remote access technologies

Nice To Haves:

• Bachelor's Degree, ideally in an IT related field
• A+ or ITIL certification
• Experience using and supporting:
  • Adobe Acrobat
  • Avaya Telephony
• SCCM experience